Service interlink

Abstract

A system and method of servicing a machine is disclosed. The machine has a plurality of components manufactured by a plurality of suppliers. At least a first component being manufactured by a first supplier and at least a second component being manufactured by a second supplier. In the method a response to a request from a machine manufacturer or a customer of the machine is made. A problem with at least one of the plurality of components of the machine is accessed. In accessing the problem at least one of a plurality of repositories having information pertinent to the problem and to a configuration of at least one of the plurality of components is accessed. A service related action is contemplated based on at least one of viewing the repository and the assessment of the problem in combination with the information pertaining to at least one of the plurality of components.

Description

TECHNICAL FIELD[0001]The present invention relates generally to a method and system of servicing a machine and more particularly to a method and system of servicing a machine made of a plurality of components supplied by a plurality of suppliers.BACKGROUND[0002]Currently, a dealer sells a component, such as an engine to an Original Equipment Manufacturer (OEM). The OEM incorporates the engine into a machine, which is manufactured by the OEM. The OEM may add additional components in manufacturing the machine. For example, a stump grinder manufacturer may purchase a radiator from another supplier and incorporate the radiator, engine and grinder into the final machine. In this example, the radiator may only cool the engine on days less than 30 degrees Celsius. The stump grinder manufacturer sells the stump grinder to a customer. The customer uses the stump grinder on a hot day, the engine overheats, and the stump grinder stops working due to engine failure. The customer calls the stump...

AI Technical Summary

Problems solved by technology

The customer uses the stump grinder on a hot day, the engine overheats, and the stump grinder stops working due to engine failure.

For example, the design parameters of the upper threshold of the radiator are not available to the service person.

The service persons' inability to access this type of information leads the service person to believe the root cause of the problem lies with the engine.

Therefore, the service person may search in vain for the cause of the engine failure and the stump grinder remains inoperable for a longer period than desired.

The cause of the engine failure may go undetected and cause the engine dealer to pay for a warranty repair, when in fact the cause of the engine failure (i.e. the cooling system), was not covered by the engine warranty.

The machine may be repaired and fail a second time for the same reason before the actual cause of the failure is determined.

Therefore, lack of knowledge of the other components of the machine caused excess downtime, higher repair costs, and a disgruntled owner.

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